Role and Responsibilities

• Able to demonstrate the following:
  • Create new tickets on behalf of the End User or Customer provide the necessary resolution or escalate for assistance.
  • Be able to work towards given SLA’s
  • Assist colleagues whenever necessary with required information.
  • Excellent leadership, time management and organizational skills
  • Familiarity with common basic 1st line troubleshooting for a number of broad technologies such as Microsoft Office (O365)
  • Security (password resets) and Email related problems
  • Knowledge of Microsoft Office and other office management tools and applications

• Coordination and Communication: it's critical that the Service Desk Engineer is able to demonstrate strong skills when multiple incidents occur:
  • Communication skills (telephonic and written)
  • Ability to work unsupervised
  • Facilitating feedback on current tasks
  • Ability to escalate and provide 1st line break-fix
  • Be able to effectively communicate to all areas of business regardless of job description.
  • Secure efficiency and compliance to company policies
  • Ability to manage frustrated callers by applying good reasoning and logic

• Create new tickets
  • Collect a predefined set of information for each incident logged in the service desk
  • Identifying urgency, impact and general timelines of the issue
  • Provide the necessary resolution or escalate for assistance.
  • Provide the necessary escalation to various Operations Managers, where urgency or impact has been identified
  • Reporting - manual reports need to be generated for key Customers and the information checked to be valid. This is a recurring task and attention to detail is important
  • Vendor Management - act as a point of contact for both vendor and Customer and carry out the necessary coordination of tasks or simply translate the requirement for both

• Task Management
  • Ability to work independently
  • Following up on issues and outstanding information
  • Create and update records
  • Attention to detail with scheduled tasks is vital.

Qualifications and Education Requirements

• Matric is essential
• A+ N+

Preferred Skills

• Should have proven excellence as Service Desk Engineer/First Point of contact or in another relevant position
  • Excellent communication, both verbal and written
  • Ability to manage Users calling in quick succession
  • Ability to compile basic reports and carry out basic administration
  • Where necessary, ability to resolve a User's problem first time Attention to detail is essential